Support Engineer (Shift-Based incl. Evening / Night Rotations) | Middle

Description

Currently, we are looking for a Support Specialist to join our team in providing end-user support to EPAM's clients. We support more than 20 clients across Europe and the globe, representing Fintech, e-commerce, Retail, Travel, Technology, and other industries. Our team acts as a single point of contact for user requests and queries related to the applications and systems supported. As a Support Specialist, you will undertake analysis, diagnosis, and resolution of tickets/incidents, which may range from straightforward questions to more complicated technical issues, using ITIL best practices and a wide range of ticketing tools. The role also involves the initial processing of all types of service requests, proactive communication with businesses, and knowledge base updates. Responsibilities Register, classify, and perform initial triage of tickets, resolve / escalate tickets to a higher support levels as necessary Process alerts, e-mails, and phone calls Monitor and support application health checks Identify and further escalate the gaps in the Knowledge Base, update it Perform other support-related activities: assist with reporting and tickets quality check, analyze tickets, participate in support processes reviews, attend internal team meetings Requirements Fluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquette Strong analytical and research skills, proactive approach to tasks and issues Ability to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability, high stress resistance, and adaptability to changing conditions Intermediate or higher knowledge of MS Windows and Office Suite Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights) Nice to have Previous experience in customer and/or technical support ITIL knowledge Basic networking concepts, cloud platform awareness, ITSM tools usage experience

Requirements

• Fluent in English (B2 or higher), excellent verbal and written skills, strong phone etiquette

• Strong analytical and research skills, proactive approach to tasks and issues

• Ability to work effectively in a team and think collaboratively, strong sense of personal responsibility and accountability, high stress resistance, and adaptability to changing conditions

• Intermediate or higher knowledge of MS Windows and Office Suite

• Readiness to work non-standard shifts (weekends, holidays, mornings/evenings/nights)

Responsibilities

• Register, classify, and perform initial triage of tickets, resolve / escalate tickets to a higher support levels as necessary

• Process alerts, e-mails, and phone calls

• Monitor and support application health checks

• Identify and further escalate the gaps in the Knowledge Base, update it

• Perform other support-related activities: assist with reporting and tickets quality check, analyze tickets, participate in support processes reviews, attend internal team meetings

Seniority

• Middle

Nice to have

• Previous experience in customer and/or technical support

• ITIL knowledge

• Basic networking concepts, cloud platform awareness, ITSM tools usage experience